Support triage agent for a multi-product SaaS team
An agent that classifies inbound tickets across languages, drafts first responses, and routes edge cases to the right queue.
SaaS & technology · Multi-market · Illustrative case study
Series B SaaS platform
Challenge
Support volume grew faster than headcount. Agents spent too much time sorting tickets and rewriting similar replies across three product lines and multiple languages.
Approach
We mapped triage rules with support leads, defined confidence thresholds for auto-draft versus escalate, and built an evaluation set from historical tickets with privacy-safe fixtures.
Solution
A production agent connected to the helpdesk API that labels intent, urgency, and product area; drafts a reply; and opens a human review step when confidence is low or sentiment is sensitive.
Outcome
Illustrative composite: faster first-response drafting and clearer queue routing, with supervisors retaining final send control on sensitive threads.
Technical notes
- Helpdesk API + internal knowledge retrieval
- Structured classification schema with confidence scores
- Regression suite of anonymised ticket fixtures